Global Service Desk Head - IT

The team

Senior Director of the Service Desk, responsible for providing strategic leadership and direction to the team responsible for delivering exceptional technical support to the employees. Capable to drive the evolution of our service desk operations, ensuring that our services are delivered with the highest level of quality and cost-effectiveness, and that our customers receive the best possible service and support.

The role

• Responsible for the vision, operation, and continuous evolution of IT support across an entire global enterprise. This position typically oversees 24/7 service delivery, managing multiple regional teams and ensuring that technical Service Desk support aligns with broad business objectives.
• Champion the adoption of modern technologies, such as AI-powered chatbots, self-service portals, and automated ticket routing, to improve efficiency and the user experience. Working to automate where possible.
• Oversee end-to-end 24x7 service delivery, ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) like CSAT are consistently met or exceeded.
• Lead, mentor, and build high-performing teams of managers and analysts across geographically distributed locations, fostering a culture of accountability and professional growth.
• Establish and refine ITIL-based standards and procedures for incident, problem, change, and knowledge management to ensure consistent service quality worldwide.
• Act as a primary liaison with executive leadership and other departments (Infrastructure, Security, Applications) to communicate service performance and address systemic issues.
• Ensure adherence to SLAs, monitoring and analysing trends and introducing improvements or adjustments required to ensure consistent delivery.
• Manage resources to ensure availability and stability of client infrastructure.
• Manage risks (technical and non-technical) for area of responsibility. Ensure to maintain high level of customer satisfaction (ACSAT).
• Ensure absorption of freshers as per the defined account targets, and rotations occur as per defined targets.
• To take a proactive role in reviewing processes, tools and technology to ensure optimum delivery capability.
• To be pro-active in seeking out solutions to issues being experienced by team manager
• Managing customer escalations, ensuring SLA’s and KPI’s are relevant and achieved. Maintain relationships with designated stakeholders and our customers.
• To adopt a quality focussed approach. Identifying trends and assisting with problem resolution
• Work with new Service introductions that have impact on the desk
• Implementing new and continually evolving ITSM tooling.

What you’ll bring

• 15+ years’ experience in Global Service desk management
• Expert-level knowledge of ITIL frameworks (v4 certification strongly preferred).
• Deep understanding of ITSM tools (e.g. Atlassian, ServiceNow) and collaboration tools like Microsoft 365, Google Workspace.
• Proven ability to navigate complex organizational dynamics, manage large-scale transformations, and make data-driven decisions under pressure
• Experience managing large cross-cultural team deployed across the globe.
• Experience/deterministic skills to complete sizing requirements for operations/project related activities.
• Customer Experience mindset. Team building/coaching/mentoring.
• Strong resource management skills, including staff appraisal and performance management
• Demonstrable and effective delegation of tasks whilst conforming to service level/quality agreements. Able to communicate with employees of all levels including senior management.